The Tech Guys - Vent!

ryanstarr

Okay... This may be a long one so i apologise in advance.
Today I have rung up the tech guys and logged a complaint , they also suggest I write to their correspondants team so that my complain can be dealt with in writing which I shall do, Just waiting until i know the best way to write it.
Anyway...... just less than 2 years ago i bought a Packard Bell computer package from PC World. It cost close to £600 so quite hefty as i bought it , I took out a £9 per month insurance plan on the pc tower and monitor. Thus entitling me to pc support and repair from the tech guys UNLESS it was a software fault as apparently im not covered for software.

2 months ago i started getting problems with my computer turning itself off and not coming back on. Rung the tech guys , they sent an engineer out 3 days later , he said it needed to be took away . So it was took away and a week later i recieved it. Still didnt work.
So i rung back , another 2 days later , other engineer out , said it was a problem with the motherboard and replaced it. worked for a few days then went again and wouldnt turn back on. rung them again , another 2 days . engineer arrives, says its the motherboard and replaces the already new motherboard with another new one.
inevitably it has started to freeze and turn itself off again.
I have paid the tech guys close to £200 over 2 years and recently had my fone bill which amounted to £26 worth of bills calling the tech guys trying to find out if they will fix my computer. a total of a good few hours on the fone as they never rung me once. Not even when they were bringing it back to me . They just turned up.

They are a disgraceful company. I plan on writing to them in the hope of some form of compensation. every time i call now to complain they suggest a writeoff so they make a writeoff request which keeps getting rejected as head office claim its a software issue when according to their own technicians and a few friends who know their stuff and which magazine , its a memory issue which is hardware ... not software.
The blue screen that comes up before crashes displays " MEMORY CRASH DUMP "

anyway what do you suggest i write to the techguys and what can i expect if anything in return ??
thanks

Esqui

Try getting a store involved; they could submit your case to the branch team who may be able to do something

lucylucky

Where are you in the repair/fix/sort it out scheme of things?
Are they coming back to look at it?
Will they take it away and repair it?

What state is it in now?

ryanstarr

I cant get the store I bought it from involved , when i do they simply say i have to call the tech guys. at the moment its just about working . BADLY. turns itself off often and im willing to bet it will turn off and wont come back on within the next few days. and then the cycle will start again of a new engineer with a new motherboard.
Frankly i want compensation of some sort as iv paid a total of close to £200 over 2 years and they cant fix the thing which is the whole point of the contract. and i shouldnt have to pay £26 in phone bills to them so i want that refunded too but no doubt they wont do so.
what do you think ? and how should i word the letter to them ?

lucylucky

Do the T& C of your contract allow for a replacement if it cannot be repaired?

Are they currently going to repair it again or are you just keeping it the way it is?

dfh

I smell compensation.

ryanstarr

the T&C state a replacement product should be given in the form of vouchers for me to get a new computer .... BUT ... they are claiming its a software issue and im not covered for software. but it isnt a software issue , its a memory which is hardware issue . they are just being complicated and not helping in the slightest

lucylucky

What leads them to suspect it is a software issue?

Can you take it elsewhere and have it tested?

Esqui

Can you system recovery it just to shut 'em up?

Laz123

I've heard so many complaints about the Tech Guys over the years. The simple matter is they're not paid very much. If you pay peanuts...

Sorry I can't help, but unless you take it to an independent shop this will run and run. Put it down to experience.

Velcro_Hotdog

Sounds like the power supple unit is on its way out as I had very similar problems with my PC. New power supply fitted and it was as good as new. Cost me £52 to get it sorted at a local PC repair clinic as they call it.